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Revealed: Top Secrets for Gracefully Ending Impossible Customer Requests

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Let's face it: if we could always say "yes" to our customers, our jobs would be a breeze. But that's not the reality we live in. Sometimes, we have to give bad news, explain that there's no immediate solution, or can't meet a customer's expectations. So, how do we navigate these complex situations without causing frustration or escalation?

I've got you covered! Here's my Survival Guide for When You Can't Give Customers What They Want:

 

Video: 7 Phrases Customer Service Agents with Astute De-escalation Skills Use Everyday

 

Article: The Psychology of 'No': How to End Live Chat When You Can't Give Customers What They Want

 

Course: De-escalating Conversations for Customer Service

 

Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley, and other brands. Myra is also an Author at LinkedIn Learning. 

De-escalation AcademyĀ 

The step-by-step, psychology-backed system that helps your team handle any tough customer interaction with calm, control, and confidenceā€”on the phone, in person, or in chat.

Three Steps to Get Any Angry Customer to Back Down

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